AVP, Team Lead, Collections

Business FunctionRisk Management Group works closely with our business partners to manage the bank's risk exposure by balancing its objective to maximise returns against an acceptable risk profile. We partner with origination teams to provide financing, investments and hedging opportunities to our customers. To manage risk effectively and run a successful business, we invest significantly in our people and infrastructure. Job ObjectiveTo lead the team, equipping all team members with the necessary skills and knowledge to perform effective and persistent collection actions.

This will minimize credit losses, maximize recovery of past due outstanding amounts, control delinquencies, and reduce flow-through rates, Non-Performing Loans (NPL), specific provisions (Secured & Unsecured), and write-offs across the portfolios. Job Responsibility* Supervise and lead the team to control delinquencies, minimise flow through of accounts, NPL, specific provisions for Secured & Unsecured Loans.* Monitor and manage individual and team performance against Key Performance Indicators (KPIs) and collection targets (e.g., delinquencies, flow-through rate, collectors' productivity).* Provide continuous coaching, mentoring, and training to team members to enhance call quality, negotiation skills, regulatory compliance, and overall productivity.* Conduct regular team meetings and performance reviews, providing constructive feedback and developing staff to perform at higher levels through personal coaching, training, and performance appraisals (e.g., call reviews, complaints, feedback).* Manage staff resources to ensure smooth day-to-day operations and achieve job objectives.* Implement continuity and succession planning, fostering staff development to achieve organizational goals and maintaining high team morale.* Responsible for effective portfolio management of accounts in respective ranges, analyzing delinquent accounts and developing effective collection strategies.* Handling and escalation of complex cases or unusual situations and high-risk cases to management for review and decision-making, recommending legal action when necessary.* Ensure that all collection correspondences and actions adhere to established guidelines and processes, as well as regulatory and statutory compliance.* Collaborate with other internal departments to streamline collection processes and resolve complex cases.* Take on ad-hoc projects/tasks as assigned. Requirements: * 5–8 years of relevant experience in collections* At least 3 years in a supervisory or team leadership role.* Proven experience in leading and managing a team.* Solid understanding of unsecured lending products and the collections cycle.* In-depth knowledge of collection strategies, processes, and best practices for unsecured products.* Familiarity with relevant regulatory frameworks and guidelines in the financial services sector.* Strong leadership, management, and team motivation skills.* Excellent communication skills and negotiation skills.* Excellent analytical and decision-making skills, with the ability to analyze data and make informed decisions.* Results-oriented with a strategic and analytical mindset.* Ability to manage pressure and make sound decisions in fast-paced environments. Apply NowWe offer a competitive salary and benefits package and the professional advantages of a dynamic environment that supports your development and recognises your achievements.-en